Client Success Officer

Next Frontier Capital; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Volunteer opportunities

Diversity & inclusion groups

Focus groups on Innovation

Job summary

JPMorgan Chase & Co. is seeking a Client Success Officer for its Commercial & Investment Bank to act as a liaison for complex clients nationwide.

You will collaborate with Bankers, Treasury Management Officers, Client Service, Implementations and KYC teams to enhance client experience, retention, growth and revenue expansion. You will partner with Bankers and Treasury Management Officers to execute business development while ensuring high client satisfaction and efficient service delivery.

Qualifications

• Bachelor’s degree or equivalent work experience in Business Operations / Client Services / Sales Support.
• Strong knowledge of Treasury Products and Services.
• Proven client interaction skills to manage expectations.
• Experience in coordinating cross-functional teams and managing conflict.
• Ability to mobilize internal resources to resolve issues quickly.
• Proven ability to present data visuals and reports for client reviews.

Responsibilities

• Contribute to strategic client reviews and long-term planning with Banking and Sales on growth opportunities.
• Manage and resolve client escalations and issues.
• Coordinate product implementations and service-related needs.
• Assist in relationship review documents and data visualizations.
• Maintain ongoing relationship management routines.
• Lead large client implementation planning and meetings; coordinate migrations and pricing changes.
• Work with Risk partners on elements of risk management including fraud prevention.
• Coordinate RFP responses and participate where applicable.
• Support sales pitches by demonstrating value of the service model.
• Assist onboarding of new-to-bank clients and renewals with cross-functional teams.

Skills

Client relationship management

Cross-functional collaboration

Project coordination

Communication

Problem solving

Education

Bachelor's degree

MBA

Tools

Microsoft Office

WebEx/Zoom

Job description

Be the hub of communication and help build deep and lasting relationships with our most complex Commercial & Investment Bank clients across the country.

As a Client Success Officer within the Commercial & Investment Bank, you will serve as a key liaison for Commercial & Investment Bank clients. This role will work closely with Bankers, Treasury Management Officers, Client Service, Implementations, and Know Your Client (KYC) teams to deliver an enhanced client experience to the firm’s valued relationships and newly acquired clients being implemented. The Client Success Officer plays an important role in the execution of the firm’s retention, growth, and client experience strategies, including accountability to deliver on broader organizational service and revenue expansion.

The Client Success Officer will be a critical partner for Bankers and Treasury Management Officers to execute more effectively and efficiently in a business development capacity, while retaining an engaged resource that can ensure a high degree of client satisfaction.

Job Responsibilities

• Contribute to strategic client reviews and long-term planning and partner with Banking and Sales on growth opportunities
• Manage/resolve client escalations and issues
• Help the coordination and project management of product implementations and service related needs
• Assist in relationship review documents, visualizations from data sets
• Maintain ongoing relationship management routines
• Manage project meetings for large client implementations and create and manage planning for projects such as migrations, year-end pricing changes, etc.
• Work with Risk partners for certain elements of risk management including fraud prevention.
• Help coordinate and facilitate RFPs responses and participate in RFPs where applicable
• Coordinate with the banking team to participate in sales pitches for prospect clients to show the value add of the service model
• Address and coordinate the set-up, invoice and billing for treasury and cash management products
• Coordinate with the Banker and operational partners, such as Client Data Management Team, & KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals

Required qualifications, skills and capabilities

• Bachelor’s degree and/or 5+ years of equivalent prior work experience in Business Operations / Client Services / Sales Support
• Comprehensive knowledge of Treasury Products and Services
• Proven client interaction skills to calibrate & manage client expectations
• Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change
• Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
• Ability to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc.
• Working knowledge of Microsoft Office suite of products such as Project, Power-point and Excel
• Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions

Preferred Qualifications:

• MBA
• PMP or other Project Management Certifications
• Ability to provide quantifiable management reporting

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.

• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees

Final Job Grade and officer title will be determined at time of offer and may differ from this posting.

Some travel required (20%) to visit clients and internal partners.

Please note this role is not eligible for employer immigration sponsorship.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Own the entire post sales client relationship for our most complex Commercial & Investment bank clientele.